Patient experiences of Weston General Hospital Accident and Emergency Department

This Healthwatch North Somerset report examined patient experiences of Weston General Hospital’s Accident and Emergency (A&E) department between January 2022 and March 2026. The findings are based on 119 survey responses, engagement visits to the department, and feedback collected from local residents.

Overall, patient feedback was largely positive. More than 82% of respondents said they were either satisfied or very satisfied with the care they received at Weston A&E, and most patients reported feeling safe, listened to, treated with dignity and respect, and involved in decisions about their care. 

Most patients were seen relatively quickly. Around 71% of respondents reported being seen by a clinician within one to two hours, although a minority experienced much longer waits of five hours or more. Some patients described waits of between seven and twelve hours, and one patient reported waiting 24 hours before being admitted to a ward. 

Patients praised staff professionalism, communication, and diagnostic care. Several respondents highlighted examples of life-saving treatment, effective communication during complex investigations, smooth transfers between departments, and good follow-up care after discharge. Many felt staff were compassionate, reassuring, and responsive to their needs. 

A major strength identified in the report was the way patients were treated. Feedback showed that dignity, respect, and patient safety were highly rated aspects of care. Patients frequently described staff as professional, supportive, and understanding, particularly during stressful or serious health episodes. 

However, the report also identified several concerns. The most common issues raised were long waiting times, poor communication, difficulties navigating telephone systems, and online referral processes. Some patients reported feeling anxious, ignored, or uninformed during long waits. Others described communication failures between departments and concerns about clinical errors or delayed diagnoses. 

Some respondents highlighted concerns about privacy and confidentiality. Patients reported receiving sensitive information in crowded areas with little privacy, and some felt personal details could be overheard by others in waiting areas. Parking availability and parking costs were also raised as concerns. 

The department’s limited opening hours were another significant issue. Several respondents expressed concern that Weston A&E closes at 10pm and called for a fully staffed 24-hour emergency department to meet the needs of the growing local population.

Experiences of people with additional needs were mixed. While some patients reported staff were highly considerate and made reasonable adjustments, others said they were not asked about their needs or offered appropriate support, even when disabilities or sensory needs were visible. 

Based on the findings, Healthwatch recommended that the hospital improve communication about opening hours and waiting times, provide clearer information when patients are transferred between departments, and better publicise the support available for people with disabilities, sensory impairments, and other additional needs. 

The hospital accepted these recommendations and outlined actions including improved waiting-time information on digital screens, clearer signage, better communication with families when patients are transferred, development of a neurodiverse-friendly room, and increased promotion of support available for patients with additional needs.